Service Level Objective (SLO)
Subscriptions
| Lead Time | For invoice payments: Required lead time for the provision of service is a minimum of 5 business days from the date on which WingArc1st receives the application, regardless of whether the application is for a new subscription or for one or more added options. |
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Availability and Reliability
| Service Hours | 24 hours a day, 365 days a year (excluding planned outages and regular maintenance) |
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| Notification of Planned Outages | Customers (administrators) will be notified at least two weeks in advance via email and https://global.dejiren.com (under Product News). |
| Service Availability | WingArc1st aims for 99.9% availability (excluding planned maintenance). |
| Version Upgrade Policy | Service version upgrades will be implemented for all tenants simultaneously. |
| Response to Unplanned Outages | WingArc1st constantly monitors the service for issues. If an issue is found, it will be handled in accordance with WingArc1st company policy. |
| System Monitoring Criteria | Monitoring is performed according to the monitoring criteria and intervals set by WingArc1st. |
| Outage Reports | In the event of an outage, a notification will be sent promptly (within 30 minutes) via email or https://global.dejiren.com. |
Security
| Encryption | All communication data are encrypted. |
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| Vulnerability Assessments | WingArc1st conducts vulnerability assessments by a third-party organization (annually and as needed). |
| Internal Information Security Audits | WingArc1st conducts independent reviews of information security and implements remedial actions to address risks. |
| Clock Synchronization | WingArc1st uses timestamps based on the clock provided by Amazon Web Services Japan Inc. |
| Vulnerability Management | WingArc1st will collect security information on operating systems, middleware and open-source software, and apply patches according to the level of risk. |
Data Management
| Data Centers | WingArc1st uses data centers in Japan. |
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Support
| Available Hours | 9:00 a.m. to 5:00 p.m. JST (0:00 to 8:00 UTC), excluding year-end and New Year holidays, weekends, and Japan national holidays. Support is provided by email. |
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Records Protection
| Log Retention Period | Access logs are maintained and stored for 3 years. |
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Service Development Policy
| Preparation of Development Guidelines | Stable and safe services are developed in accordance with WingArc1st internal development guidelines. |
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Exclusions
| Excluded Functionality | The following function is provided via integration with a third-party service and is not subject to this Service Level Objective.
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